TABLE OF CONTENTS

Volume 12, Issue 2 (November 2007)

Special Issue on Customer Relationship Management in Banking: Reassessing Theory and Practice

Guest Editorial
Analysis Papers
Top

Guest Editorial

Customer relationship management in banking: An introduction and strategic implications

Dan Sarel and Howard Marmorstein Special Issue Guest Editors

J Financ Serv Mark 12: 97-101; doi:10.1057/palgrave.fsm.4760064

Abstract | Full Text | PDF

Top

Analysis Papers

Can superior CRM capabilities improve performance in banking

Tim Coltman

J Financ Serv Mark 12: 102-114; doi:10.1057/palgrave.fsm.4760065

Abstract | Full Text | PDF

An approach for the identification of cross-sell and up-sell opportunities using a financial services customer database

Maria Teresa Salazar, Tina Harrison and Jake Ansell

J Financ Serv Mark 12: 115-131; doi:10.1057/palgrave.fsm.4760066

Abstract | Full Text | PDF

Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust

Tsung-Chi Liu and Li-Wei Wu

J Financ Serv Mark 12: 132-145; doi:10.1057/palgrave.fsm.4760067

Abstract | Full Text | PDF

Switching banks: Old bank gone but not forgotten

Gavin Lees, Ron Garland and Malcolm Wright

J Financ Serv Mark 12: 146-156; doi:10.1057/palgrave.fsm.4760070

Abstract | Full Text | PDF

Building customers' affective commitment towards retail banks: The role of CRM in each 'moment of truth'

Kalyani Menon and Aidan O'Connor

J Financ Serv Mark 12: 157-168; doi:10.1057/palgrave.fsm.4760068

Abstract | Full Text | PDF

An exploration of call centre agents' CRM software use, customer orientation and job performance in the customer relationship maintenance phase

Regina C McNally

J Financ Serv Mark 12: 169-184; doi:10.1057/palgrave.fsm.4760069

Abstract | Full Text | PDF